Project Manager Customer Service

Robin Allen Resume For October****

Roberta (Robin) Allen

***********@*****.***

QUALIFICATIONS

Well-organized, results-oriented management professional. Proven ability to orchestrate multi-function

activities and bring to closure successful strategies for cost-savings and for satisfying regulatory

requirements. Demonstrated ability to motivate and develop staff and to resolve complex customer issues

in call center and back office setting. Six Sigma Black Belt certified project manager.

RELEVANT ACCOMPLISHMENTS

General Management Realized 50% increase in fraud recoveries, from $2mm to $3mm in one

year.

Restructured department, improved processes, maximizing staffing.

Improved federal audits from needs improvement to satisfactory by

developing procedures and processes meeting federal banking

requirements.

Managed multi-level, multifunctional staff.

Led division s support of Project Search, a program that teaches

handicapped young people job skills.

Project Management Designed, developed, and implemented case management system that

resulted in staffing requirements reduction of 65%.

Directed project converting to Visa s Direct Exchange system for settling

Visa transactions, a cost savings of over $3mm annually.

Project manager for converting processing systems.

Project manager for improving customer inquiry resolution time.

Project manager for revenue-generating products.

PROFESSIONAL EXPERIENCE

LexisNexis, Miamisburg, OH 2009-2010

Special Fraud Investigations- Risk Management Market Planning

Worked with financial institutions in consumer credit, commercial credit, auto lending, and investment

management, to determine their fraud data and product solution needs.

Coordinated product enhancements and product development to meet their requirements.

Solicited customer feedback on product prototypes.

Served as advisory resource for customers business processes and complex fraud cases.

Created presentations highlighting LexisNexis products, history, and corporate structure.

Researched and analyzed over 80 competitor s products to make a competitive comparison analysis to

identify areas of opportunity.

Formed Fraud Management Executive Council, an advisory council of LexisNexis customers.

FIFTH THIRD BANK, Cincinnati, OH 2005-2008

Assistant Vice President

Managed Card Fraud Services, covering fraud on debit and credit cards, equity lines, corporate accounts, and

HSA accounts . Staff included 2 managers and approximately 30 associates.

Successfully managed team of fraud call center associates and investigators responsible for:

processing fraud claims; recovering funds; reviewing suspiciously large payments, unusual credit

balances, and fraud hits on credit applications.

Reviewed daily fraud incomings (newly identified fraud in the Prism system) for trends, for rule

effectiveness, and for chargeback opportunities resulting in $2mm annual savings.

Managed project that reduced customer fraud claim resolution time from 60 days to 35 days.

Developed policies, procedures, and training to ensure compliance with banking regulations.

Advisor to numerous merchants and financial institution clients, assisting them in reducing fraud and

increasing fraud recoveries.

LEAN Six Sigma Yellow Belt Certified

MCCS (formerly FACS), Mason, OH 1997-2005

Chargeback, Arbitration, Compliance Manager

Manager of Cobrand Visa, Federated Department Stores cobranded bankcard product, leading teams of

supervisors, associates and auditors. Company liaison for Visa, USA. Fifth Third Bank, and numerous vendors.

Managed staff of 5 supervisors and 50 associates.

Led Visa product fraud metrics, strategies, policies, and operations.

Successfully managed Customer Service Call Center Bridge, overseeing 4 call centers. Managed

staffing and call flow between those centers. Also managed the dispute resolution teams which

responded to customer issues and handled Visa chargebacks, representments, arbitration,

compliance, and fraud.

Utilized Falcon and Prism to detect fraudulent transactions.

Managed project for Visa settlement processing, resulting in cost savings of $3mm annually.

Designed, helped program, and implemented mainframe system with GUI interface for the processing

of Visa chargebacks, representments, sales draft requests, etc., on enterprise system. The system

included a case management process, administrative functions, imaging system, letter approval

process, and complete reporting, resulting in 65% reduction in staffing requirements in Disputes and

Fraud Departments.

Key player in the conversion from FDR (First Data Resources) to Federated s enterprise system.

Designed screens and mapped fields for Visa transaction processing.

Project manager for Customer Service Department, with duties of designing mainframe to

accommodate a non-cobranded Visa product with no link to proprietary account.

Project manager for Visa s biannual system updates, interpreted and determined system impact.

Ongoing project manager for Base II processing, settlement, and file transmittal.

GE Capital Consumer Card Company, Kings Mills, OH 1988-1997

Customer Service Manager/Chargeback Manager (1994-1997)

Managed teams responsible for correspondence and cardholders Visa and MasterCard disputes. Staff included

40 associates.

Oversaw the consolidation of multiple call centers and reorganization of staff.

Successfully directed a high-involvement work team, which handled chargebacks, representments,

compliance, arbitration, merchant chargebacks, unapplied cash, encoding errors, and various

suspense accounts to resolve cardholder disputes and fraud.

Project manager for backline functions for conversions of bankcard portfolios.

Trained numerous GE Capital offices, in US and overseas, on Visa s and MasterCard s operating

regulations for cardholder dispute resolution and fraud mitigation.

Chargeback Specialist (1988-1994)

Assisted cardholders and trained chargeback associates in resolving credit card disputes, in compliance with

Federal Regulation Z and Visa s and MasterCard s operating regulations.

Coordinated the installation of, and training for, MasterCom and Visa s Copy Request Manager.

Took on additional duties of Presidential Actions Representative. Reviewed and responded to

customer inquiries directed to the president of the bank, inquiries from external agencies, such as the

Federal Deposit Insurance Corporation, Ohio Attorney General, the Better Business Bureau, FBI,

Secret Service, and Scotland Yard.

Performed research and coordinated communication with all levels of personnel, both internally and

externally.

EDUCATIONAL BACKGROUND

Bachelor of Arts, University of Cincinnati, 06/2009

Proficient in MS Word, Excel, PowerPoint, Project, Visio

PROFESSIONAL CLASSES and SEMINARS

Project Management: 2001, 2002,2006,2007.2008

Six Sigma Black Belt: 2008

LEAN Six Sigma Yellow Belt: 2007

Time Management: 1995, 1997, 2005

Facilitative Leadership: 1999

Negotiation Skills Workshop: 1996

Incoming Calls Management Institute Seminar: 1996

Quality Awareness Training: 1996, 1998, 2002, 2004, 2006

Improvement Team Process Training: 1999

Visa and MasterCard Risk Management Seminars: 1996, 2000-2007

Visa and MasterCard Dispute Resolution Workshops: 1994-2007

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